Open Record button on reference field

[Efren T_ Marti1]

Greetings Everyone,

I have been trying to check if we can modify the url/view that is used when you click on the Open Record button when viewing the company reference field. The problem I am having is that the company is an Account in the CSM module and when we open the record the view defaults to default (sysparm_view=) because the Account fields are in the Case view we then have to change our view to Case to be able to view the fields.

Has anyone been able to modify the href for the Open Record button?

Screen shot from my PDI:

<a href="customer_account.do?sys_id=12344&amp;sysparm_view=" class="btn btn-sm btn-default pop-over-button pull-right">Open Record</a>

[Mike Allen]

Have you tried creating the sys_popup,case view as described here:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0745595

I wonder what the behavior will be if this view is in the system.

[Efren T_ Marti1 · Accepted solution]

I was able to get the sys_popup,case working on my PDI unfortunately was not able to get it to work our regular instance. on the PDI looks like it would work the only downside is that you would have to maintain two views.

Ended up using a View Rule with code to detect the current URL and if it matched how the URL that button used to change the view.

Thank you for pointing me to the KB 🙂